About this role
POSITION SUMMARY
The Communications Lieutenant serves as the first-line supervisor responsible for the direct oversight of emergency medical service delivery, communication personnel performance and operational compliance. Working under the direction of the Communications Captain, the Lieutenant provides critical leadership during assigned shifts and is responsible for ensuring effective emergency call processing, dispatch coordination, and resource deployment. The Communications Lieutenant oversees communications personnel, supporting operational readiness, clinical compliance, and service reliability. This role plays a key part in employee development, system performance monitoring, and real-time problem solving in a dynamic communications environment. The Lieutenant ensures continuity of operations during 24/7 service delivery.
POSITION DUTIES AND RESPONSIBILITIES
Operations and Shift Supervision:
- Provides direct oversight of communications personnel during assigned shifts
- Monitors call processing, dispatch accuracy, and CAD entry compliance
- Supports real-time system status management and coordinates resource allocation in collaboration with the Field Operations Lieutenant
- Leads shift briefings, task delegation, and monitors workload distribution
- Escalates incidents, service delays, or operational disruptions to the Communications Captain or EMS Operations Director as required
- Monitors future shift schedules for anticipated shortages and communicates needs to the Communications Captain
- Participates in incident command system activation and supports communication logistics during mass casualty incidents, large-scale responses, or agency surges
Quality Assurance and Compliance:
- Reviews call-taking and dispatch records for compliance with IAED, CAD documentation standards, and agency protocols
- Verifies compliance with radio communication standards and ensures hand-off information meets clinical and operational requirements
- Conducts structured call reviews and provides timely feedback to staff in collaboration with the Communications Captain
- Monitors adherence to HIPAA, OEMS, and operational standards during communication activities
- Assists with implementation of remediation plans and supports performance improvement initiatives
Personnel Support and Development:
- Assists with interview panels, candidate assessments, or promotional readiness activities as requested
- Supports onboarding, coaching, and mentorship of new staff
- Provides informal performance feedback and may issue corrective actions in accordance with agency policy; escalates more significant issues to the Communications Captain
- Ensures completion of required training documentation and competency checklists for new and existing employees
- Assists with schedule management, shift trades, and ensuring adequate coverage
- Monitors team fatigue, workload stress, and wellness issues, and communicates trends to the Captain
Technology and System Monitoring:
- Ensures CAD, radio, telephony, and alerting systems are functioning during shift
- Monitors live CAD data to identify discrepancies, performance trends, and technical issues impacting service delivery
- Troubleshoots minor technology issues and reports failures to appropriate IT support
- Assists with data validation and shift-level CAD quality control
Documentation and Reporting:
- Maintains communication logs and ensures all reporting is accurate and timely
- Completes shift reports, incident summaries, and unit performance notes as assigned
- Documents shift activities, employee performance concerns, and operational variances
Other Duties:
- Performs other responsibilities as assigned by the Communications Captain or the Operations executive or senior leadership
- Makes recommendations to the Communications Captain on the development or revision of Standard Operating Guidelines (SOGs)
- May serve as Acting Communications Captain when designated
MINIMUM REQUIREMENTS
Minimum Qualifications:
- High school diploma or GED; Associate’s degree preferred
- Certified EMT in the Commonwealth of Virginia (or higher) or ability to obtain within one year
- Minimum of three (3) years’ experience in emergency communications or public safety dispatch
- EMD certification through a recognized provider (NAED, APCO, or equivalent)
- EMD-Q certification or ability to obtain within 6 months
- Proficiency in CAD, radio, and telephony systems
- Strong communication, leadership, and problem-solving skills
- Must meet internal standards for supervisory eligibility
Preferred Qualifications:
- Certified Paramedic in the Commonwealth of Virginia
- EMD-Q certification
- Completion of FEMA ICS 100, 200, 700, 800
- Prior experience in a communications training officer or team lead role
PHYSICAL DEMANDS
- Must be able to sit and or stand for long periods.
- Must be able to operate standard office equipment
- Must be able to operate a multi-screen workstation, use radio headsets, and respond to visual and auditory alerts
- Must be able to lift up to at least 25 pounds independently and 150 pounds with assistance
- Must have substantial movements of the body, wrists, hands, and or fingers
- Must be able to work in various environmental conditions as well as temperature changes
- Required to have visual acuity to operate equipment
- Must be able to perceive the nature of sounds at normal speaking levels with or without correction and receive detailed information through oral communication
PERFORMANCE EVALUATION
Communications Lieutenants are evaluated bi-annually by the Communications Captain based on operational effectiveness, leadership performance, work quality, communication skill, and compliance with agency policies and procedures.
CONDITIONS OF EMPLOYMENT:
- Subject to pre-employment and random drug screening, fingerprint-based background check, and physical ability test
- Must maintain all required licenses and certifications as a condition of continued employment
- Must adhere to agency confidentiality policies and ensure security of protected health information (PHI) in compliance with applicable federal and state laws
- Comply with all legally mandated vaccinations and health screenings required for healthcare providers under federal, state, or local regulations
- May be required to work nights, weekends, holidays, and during emergencies
- Successful completion of a probationary period is required for all new hires
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